Customer Satisfaction Survey for Raumacell
Haapala, Henri (2017)
Haapala, Henri
Satakunnan ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201703303934
https://urn.fi/URN:NBN:fi:amk-201703303934
Tiivistelmä
This bachelor’s thesis was conducted as a customer satisfaction survey for UPM RaumaCell. The aim and purpose of the project was to find the current customer satisfaction level of UPM RaumaCell.
Theoretical part of the thesis was gathered from different types of business literature and some statistical literature was also used. Customer satisfaction was defined as a term and its importance was researched as was how to measure it. Customer satisfaction surveys were thoroughly explained and researched all the way from creating a survey to actually analyzing the results of a survey.
In the empirical part quantitative method was used to analyze the current customer satisfaction level in UPM RaumaCell. The survey was created together with RaumaCell. Survey was conducted as an online survey which was distributed to RaumaCell’s customers by email and the answers were stored in the software. The results of the survey revealed that overall UPM RaumaCell’s customers are very satisfied with bot the product and services they receive from the company. In future RaumaCell can repeat the customer satisfaction survey used in this thesis to find out whether their customer satisfaction has improved or not or stayed at the same level.
Theoretical part of the thesis was gathered from different types of business literature and some statistical literature was also used. Customer satisfaction was defined as a term and its importance was researched as was how to measure it. Customer satisfaction surveys were thoroughly explained and researched all the way from creating a survey to actually analyzing the results of a survey.
In the empirical part quantitative method was used to analyze the current customer satisfaction level in UPM RaumaCell. The survey was created together with RaumaCell. Survey was conducted as an online survey which was distributed to RaumaCell’s customers by email and the answers were stored in the software. The results of the survey revealed that overall UPM RaumaCell’s customers are very satisfied with bot the product and services they receive from the company. In future RaumaCell can repeat the customer satisfaction survey used in this thesis to find out whether their customer satisfaction has improved or not or stayed at the same level.